Basic Agent Training

What happens when you snooze a tickect?

• It sends an automated response to the customer

• It sends a customer satisfaction survey

• It closes the ticket until the snoozed timer elapses or customer responds

• it sends an email to the assigned agent letting them know it's been snoozed

Where would you click to close a ticket?

• Close

• Send & Close

• Order status

• Snooze

Where would you click to assign a ticket to another agent?

• Associate name

• My Tickects

• Channels

• Send & Closed

What does "Tags" do?

• Tags are For advanced ticket features

• Tags provide access to your profile, availability setting and other Gorgias resources like keyboards shortcuts

• Tags records the customer communication

• Tags label tickets based on traits (such as the content of a message)

Views are used to organise tickets and are located in the sidebar on the left. Sections allow you to group views together.

• True

• False

The ticket history shows you all previous conversations with the customer.

• True

• False

While still talking with the customer in a chat, always use the “Send & Close” button, to make sure you’re following the proper procedure.

• True

• False

What if a customer replies to a closed ticket?

• When customers respond to a closed ticket, it will always reopen the ticket. No need to worry about missing a response!

• When customers respond to a closed ticket, it will always send it to unassigned

• When customers respond to a closed ticket, you will get a notification to your Horatio's email

What can I do with a tag?

• Tags send the tickets to social media

• Tags are just labels for the tickers

• Tags enable you to track, search, and categorize tickets.

What "Merge tickets" does?

• Merging deletes any other contact from the customer

• Merging send the customer a notification

• Merging makes working with multiple channels and integrations a breeze, no matter how a customer chooses to contact you.

• Merging helps you find tickets faster